Customer Service Manager for Adama District

About the role

The Customer Service Manager will lead the customer service function for the Adama District branch, overseeing a team of senior and junior officers. This role ensures operational excellence, high service standards, and strong customer satisfaction to support the bank’s growth objectives.

Key responsibilities

• Directly supervise the Senior Customer Service Officer (Cash) and Customer Service Officers (Maker/Checkers).
• Maintain and improve branch‑level service quality, ensuring consistent delivery of high‑standard customer experiences.
• Identify and pursue new business opportunities through market and PESTEL analysis.
• Evaluate credit applications, assess borrower risk, and structure financing solutions in line with bank policies.
• Analyze customer data to uncover trends, support cross‑selling and upselling initiatives.
• Manage day‑to‑day branch operations including collections, payments, account opening, and cash management.
• Foster strong relationships with customers and external partners to drive loyalty and revenue.

Required profile

• Bachelor’s degree in a business‑related field (e.g., Marketing Management, Accounting, Management, Economics, Business Administration, Information Technology) or equivalent.
• Minimum six (6) years of relevant experience in customer service or banking operations.
• Demonstrated leadership abilities: result‑driven, coaching, partnership engagement, and risk management.
• Strong customer insight and a service‑excellence mindset.
• Digital savviness to leverage technology for process improvement.

Required skills